Support Offerings

 

Standard Support includes the following:

4 named support contacts

• 24/7/365 support portal and knowledge base access.
• 24/7/365 support for Business Critical or High priority incidents.
• Web and phone support available during business hours.
• Cases are worked through a queue by a team of customer support engineers.
• Incoming call telephone support provided by the responding customer support engineer.
• Functional support:
  • Confirm expected behavior
  • Confirm whether a use case is possible
  • Sharing resources to explain the appropriate technique or best practice needed accomplish the goal

 

For additional charge, Select Support includes the following:

• 6 named support contacts .
• 24/7/365 support portal and knowledge base access.
• 24/7/365 support for Business Critical or High priority incidents.
• Web and phone support available during business hours.
• Ability to schedule ad hoc Zoom calls with dedicated Select Support Engineer.
• Dedicated Select Support Engineer:
  • Advanced technical expert.
  • Proven track record of solving challenging support cases.
  • Understands your specific workflows and technical configurations.
  • Learns about your business and strategy.
  • Owns all support cases submitted leading to faster identification and resolution of any recurring themes and complex concerns.
• Support case reporting and analytics
• Technical advice and hands on assistance for developing solutions.
• Reviewing flows before launch.
• Guidance on implementing complex use cases.